Building an Effective Metric System
0 likes55 views
This document outlines a course for building an effective metrics system. The course teaches a framework for designing reliable metrics that accurately reflect how well customer needs are met and processes are controlled. It covers formulating metrics, diagnosing current reporting, determining sample sizes, and designing data collection plans. Key topics include measurement fundamentals, building metrics, data types, and a design process to set up a metrics system focused on the customer experience, processes, and employees. The goal is to identify critical quality attributes and calculate core metrics.
Building an Effective Metric System
- 1. Building an Effective Metrics System Garbage IN Garbage OUT; a metrics system that is designed improperly will be meaningless to provide signal against the capability of achieving customer requirements. Thus, this course is focused on providing a framework for building reliable metrics that will be reflective of how you meet the needs of the customer and controlling your process performance. This course will go through the formulation of metrics, diagnosing current metrics reporting scheme, calculating right sample size and designing a data collection plan. Moreover, this course will also walk through the right ways of calculating for commonly used metrics on Delivery Performance & Timeliness, Accuracy, Quality Yields, Manpower Utilization, Non-compliance and Complaint Incidences and Cost of Poor Quality (CoPQ). Training Objectives At the end of the module, the participant should be able to: 1. Identify Critical to Quality attributes. 2. Calculate core metrics focused on the Voice of the Customer, Voice of the Process, and Voice of the Employees. 3. Use the Measurement Design Process in setting up a Metric System. Topics I. Context of Building Key Performance Indicators II. Measurement Fundamentals III. Metrics Building IV. Aggregate vs. Transactional Data V. Building Your Data Collection Plan VI. Critical to Quality Attributes VII. Voice of the Customer, Voice of the Process, and Voice of Employees VIII. Performance Measurement Design Duration 2 days